Aldahir Ramos
Tucson
Summary
Performance-oriented IT Support Technician experienced in effective incident response and proactive endpoint monitoring. Demonstrated ability to improve resolution times, operational continuity, and task completion.
Overview
4
4
years of professional experience
3
3
Certifications
Work History
Information Technology Support Technician
Pima County Government
Tucson
03.2023 - Current
- Provided technical support for 7,000 Pima County employees as the initial point of contact, helping maintain system functionality across various software, hardware, and peripherals.
- Used leveraging tools such as Remote Server Administration Tools (RSAT), Microsoft Azure (Entra ID, Intune), and Exchange Admin Center for troubleshooting and resolving recurrent issues.
- Used existing PowerShell scripts for bulk troubleshooting tasks improving resolution time for TDX requests and incidents.
- Ensure quick escalation of critical issues by monitoring endpoint and infrastructure processes to improve business continuity.
- Thoroughly acquired and documented actions taken in TeamDynamix (TDX) in accordance with established procedures.
Information Technology Intern
Pima County Government
Tucson
05.2022 - 03.2023
- Configured the user's computer and troubleshot recurrent errors over the phone, providing customer-facing technical assistance as an intern.
- Problem-solved service tickets through TeamDynamix, providing efficient technical support.
- Executed large-scale computer hardware deployments across multiple departments using PXE and USB imaging to streamline Windows 10 installations and application setup.
- Managed and supported Windows 10 systems, including user authentication and system maintenance through Active Directory, as well as configuring file and folder permissions, and administering network services such as DNS and DHCP.
- Closely monitored and reported time-sensitive incidents on the performance and completion of the County's automated reporting systems for crucial financial systems and wireless communication infrastructure.
Skills
- Active Directory
- Microsoft Windows
- Powershell
- Office 365
- Hardware Troubleshooting
- Application support
Certification
CompTIA A+
Timeline
Information Technology Support Technician
Pima County Government
03.2023 - Current
Information Technology Intern
Pima County Government
05.2022 - 03.2023